Great article. Really puts things in perspective.
I think this Jay guy has been around for a while if I'm not mistaken. I think he brings up some good points but they may be more specific to his situation than the larger world of spec shops. At least he was honest and called it a rant straight out lol.
The main point I thought was about providing service where the customer won't find it in any big box store or online except in the form of a refund which you can get at a spec store anyway.